Amanda Capps
Rogers,AR
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
28
28
years of professional experience
Work History
Customer Service Representative Lead
Demme Learning Inc.
03.2010 - Current
- Onboarded and trained customer representatives to meet performance and service goals.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Mentored junior staff, providing guidance on best practices in customer service.
- Sought ways to improve processes and services provided.
- Implemented customer service policies and procedures for consistent performance standards.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Office Administrative Assistant
Riverside Academics
01.1996 - 01.2010
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Responded to inquiries from callers seeking information.
- Expedited invoice processing, ensuring accurate recording of financial transactions in the accounting system.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Created and updated records and files to maintain document compliance.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Retail Sales Associate
Kerusso
03.1999 - 03.2002
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
- Recommended complementary purchases to customers, increasing revenue.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Increased sales revenue through effective product recommendations tailored to individual customers.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Managed efficient cash register operations.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Greeted customers and helped with product questions, selections, and purchases.
Education
High School Diploma -
Riverside Academy
Eureka Springs, AR06.2000
Skills
- Data Entry
- Service Upselling
- Route Management
- Brand representation
- Professional telephone demeanor
- Merchandise Orders and Exchanges
- Calm Under Pressure
- International sales support
- Product and service knowledge
- Order Processing
- Escalation management
- LiveChat Messaging
- Recordkeeping strengths
- 94 wpm Typing Speed
Timeline
Customer Service Representative Lead
Demme Learning Inc.
03.2010 - Current
Retail Sales Associate
Kerusso
03.1999 - 03.2002
Office Administrative Assistant
Riverside Academics
01.1996 - 01.2010
High School Diploma -
Riverside Academy
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